You’ve successfully set-up and run a calibration. Congratulations! Now what? Have no fear, Calibration Reports are here! In this article, we’ll show you how to view and filter the data you’ve collected from your calibrations to ensure that scoring is unified across channels, consistent, and transparent.

  1. After running calibrations, head over to Quality > Calibrations.

  2. Then click Calibrations Reports.

3. Scroll through this page to view the information collected from the calibrations

performed inside your platform.

Viewing Calibration Statistics

Based on your selected filters, the statistics at the top of the screen display the total number of calibrations, the average calibration score, and the total number of errors.

Helpful Definitions

Total calibrations represent the total number of calibrations currently being displayed within your platform.

Avg. calibration score is the average score each team member scored as compared to the expert.

ExampIe: If a team member matched every question to the expert, they would get a 100% score. If they did not match any of the questions as the expert did, they would get a 0% score.

Total errors is the total number of mismatched questions displayed in calibrations.

Filtering Report Information

You can filter the calibrations that appear on the main page of Calibration Reports by scorecard and category.

  1. Click the date box at the top right of the screen. From here, you can choose which date range you’d like to view, as well as which filter you’d like to use. To create a new filter, select New Range from the second drop-down menu.

2. Use the menus on the top left to select a scorecard or calibration category to

filter by.

Viewing the Trend Chart

The Trend chart shows the calibration scores over a specific period of time. These help determine if your Calibrations are moving in the right direction, or if you need to make adjustments. The “x” axis represents the date, and the “y” axis shows the percentage achieved in each Calibration. Your Average Calibration score is documented by the green points, and your trend is the pattern that emerges through these data points.

Viewing Calibrations

Under the Trend Chart, you’ll see two tabs with the heading Overview by. This is where you’ll find data displayed by Scorecard or Analyst.

If you choose the Scorecard tab, you’ll see the following fields:

  • Scorecard Type: (e.g. Phone, Chat or Email)

  • Total Calibrations: The total number of calibrations completed for this scorecard.

  • Avg. Calibration Score: The average calibration score across all calibrations for this scorecard.

  • Total Errors: The total number of questions that did not match with the expert across all calibrations for this scorecard.

  • Actions: Click View details to see an in-depth analysis of each scorecard. See example below for a detailed look at the Phone Scorecard calibration results.

If you choose the Analyst tab, you’ll see the following fields:

  • Name: The name of the analyst.

  • Total Calibrations: The total number of calibrations completed by this analyst.

  • Avg. Calibration Score: The average calibration score across all calibrations for this analyst.

  • Total Errors: The total number of questions that did not match with the expert across all calibrations for this analyst.

  • Actions: Click View reports to see the details of a specific analyst.

Viewing Detailed Analyst Calibration Information

Want to get even more specific on Analyst Calibrations? Check this out! After clicking View Reports under the Actions column (see above), a new page will appear displaying only the selected analyst’s calibration history.

The top of the page will look very similar to the general Calibration Reports page (except that it is just for the selected analyst). You’ll see Total Calibrations, Avg. Calibration Score, and Total Errors as well as a Trend Chart.

When you scroll down the page, you’ll see Overview by, but this time the tab selections will be Scorecard and Calibrations.

Under the Scorecard tab, you can view detailed information by clicking on the desired Scorecard (e.g Email Scorecard or Chat Scorecard) or by clicking View details. A new pop-up page will appear.

From this page, the sections on the left side correspond to the information on the right side. In the example above, the Introduction section is highlighted on the left. This means that the information displayed on the right side is only pertaining to the Introduction section.

Mismatched questions appear on the bottom right side. Click View calibrations to view more information about a specific question.

You’re now an expert on Calibrations Reports. Excellent work! Would you like to review Quality Calibrations? Click here or review these other Quality superstars!

Understanding Scorecards

Creating Scorecards: Getting Started

Creating Scorecards: Adding Questions and Scoring Factors

Managing Scorecards

Scorecard Rules

Bonus Sections in Scorecards

Best Practices: Creating Scorecards

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